Customer Care - Part 1 Samina Masood Khan.pptx

Customers are the backbone of any organization , no customer no business.
Objective is to understand excellence in customer service.

1. Customer Care Prepared by: Samina Masood Khan Customer care Samina Masood Khan 1

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3. Objectives Drive a culture of excellence around customer service and communication. Understand the principles of customer service excellence. Covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Focus on customer satisfaction . Customer care Samina Masood Khan 3

4. Key points Aspects of Customer Care Type of Customers Handling Difficult Customers Grooming & Personal Traits Personal Grooming Checklist Self Awareness/SWOT Analysis Workplace ethics and manners Communication Telephone Curtsey Need & Want Stress Customer care Samina Masood Khan 4

5. Customer Service Customer Service is the commitment to provide value added services to external and internal customers , including attitude, knowledge, technical support and quality of service in a timely manner Customer care Samina Masood Khan 5

6. What is Customer Service? “ The spectrum of activities designed to enhance customer expectation and enjoyment of product benefits”. Customer care Samina Masood Khan 6

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8. A Better Standard of Customer Service CUSTOMER SERVICE Communication Skills Social Styles and Tact: Cross-Cultural Awareness Dealing with Complaints Managing Stress New Trends in Customer Service Customer Contact Techniques Customer care Samina Masood Khan 8

9. What is a Customer??? Customer care Samina Masood Khan 9 We are all customers, almost every day of our lives, whether we buy something in a shop or retail outlet, or avail service. Customers are the most important people in any organization : NO CUSTOMERS = No AIRLINE Customers are not dependent on the airline, it is the airline that is dependent on them Customers are not people who interrupt your work, they are the purpose of it.

10. What is a Customer ?(Cont’d) Customer care Samina Masood Khan 10 Customers are doing your airline a favour by asking for help, not the other way around – The airline is not doing the customer a favour by providing service. Customers do not exist as outsiders to the airline, they are an essential and integral part of it. Customers are not just statistics or numbers on balance sheets. They have feelings and emotions and deserve a high standard of service at all times. Customers are not people with whom to argue or match wits.

11. What is a Customer?(Cont’d) Customers have needs – it is the job of the service provider to respond to them. Customers are people who deserve courteous and attentive treatment. Customers are the lifeblood of your airline, and any other profit-making organization. Customer care Samina Masood Khan 11

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13. The Front-Liners The front-line staff who is in direct contact with the external customer has the strongest role to play . Front-line staff must be “ highly motivated individuals” with excellent “people skills”. They are the ones who influence the customer’s decision to return – or not to return’.

14. The Front-Liners Front-line staff are influential, because it is within their power to do the following: a) To make that all-important first impression. b) To gain or lose customers. c) To convert a crisis into an opportunity. d) To create lasting and satisfying relationships with customers. e) To act in a way which drives customers to the airline’s competitors. f) To influence the customer to feel one of two things – either satisfaction, or displeasure, with the airline and its service. Customer care Samina Masood Khan 14

15. Greet the customer I CARE Method I Initiate a warm , personal greeting C Confirm their visit A Answer their questions R Repeat customer’s name E Explain next steps Customer care Samina Masood Khan 15

16. Prepared by: Samina Masood Khan Customer care Samina Masood Khan 16 The critical element in the success of an airline is what goes on between Front-line staff and The Customer .

17. Customer Expectations of Service Customer expectations are attitudes held by customers towards a company . They relate to the product, to the service given, and to the professionalism of customer contact.” The following “EPS” formula for Customer Service states the point even more clearly: E xpectations – P erformance _____________ = S atisfaction

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19. Type of Employees Employee ambassadors: They are strongly committed to the company's brand promise, the organization, itself, and its customers. They behave and communicate in a consistently positive manner toward the company, both inside and outside. Customer care Samina Masood Khan 19

20. Type of Employees Employee saboteurs: They are active and frequently vocal detractors about the organization, itself; its culture and policies; and its products and services . These are negative advocates, communicating their low opinions and unfavorable perspectives to peers inside the company and to customers, and others, outside the company. Customer care Samina Masood Khan 20

21. Customer Service Skills Be prepared Attain product knowledge Demonstrate your operational skills & Interpersonal skills Greet the customer Acknowledge the customer. Determine the needs of the customer . Be active listener Don’t Jump over the conclusion Identify a solution. Deliver the service. Customer care Samina Masood Khan 21

22. Customer Service Skills Good smile Approachable Neat and clean suiting Polite gestures Paying due attention Empathy Phone manners Customer care Samina Masood Khan 22

23. Customer Care + Customer Service = Customer Experience You are doing it already, You know what to do but what matters is how you do it.

24. The Customer–Driven Airline “... a company that recognizes that its only true assets are satisfied customers , all of whom expect to be treated as individuals and who won’t select us as their airline unless we do just that.”

25. Reversing the Pyramid TYPICAL ORGANISATION STRUCTURE PRESIDENT VICE-PRESIDENT(s) UPPER MANAGEMENT MIDDLE MANAGEMENT LOWER MANAGEMENT OTHER STAFF WHOLE SELLERS.RETAILERS CUSTOMERS

26. Reversing the Pyramid TYPICAL CUSTOMER-DRIVEN COMPANY PYRAMID CUSTOMERS SERVICE PROVIDER SUPERVISORS MANAGERS VICE PRESIDENTS PRESIDENTS

27. Benefits of Customer Service Excellent customer service provides benefits for both the airline and the customer. Customer service provides a psychological or emotional benefit to the customer On a larger scale, a high standard of customer service also benefits the airline as a whole.

28. Objectives of Customer Service The objectives of customer service can be condensed as follows: — To create a favourable impression of the airline, so that the customer will be happy to travel with the airline again. — To ensure maximum customer satisfaction at every stage of contact with the airline and its representatives. — To make sure that the customer is aware of the benefits of flying with your airline, as opposed to some other carrier. — To add to airline revenue by providing a standard of customer service which is so high that it helps to keep existing customers and to attract new ones.

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30. Lack of Complaints: A Good Thing? Complaints are not really a sign of failure, rather they are an indication that something is amiss within the organization and its service. As a result of knowing these faults, a company can act to correct them, and learn from them. Complaints are made by your customers, and provide you with an opportunity to quit guessing what is required of your product or service.

31. Handling problems The LAST method L Listen A Apologize S Solve T Thank Customer care Samina Masood Khan 31

32. Why customer don’t complain? They think complaining won’t do any good Complaining involves a formal time –consuming procedure People feel embarrassed or hesitant to complain, due to perceived inadequacy of - personality - language It is literally easier to switch companies than to complain

33. How to Handle Complaints Properly The way the customer is treated, and how his complaint is handled influences whether or not the encounter will be a profitable experience. Become aware of non-verbal signs Listen attentively Remain Calm Do not become defensive Express regret early Trust your customers A working knowledge of company policy Apologize Settle complaints quickly Find the solution Thank the customer

34. Resolving Complaints 20% of the customers who complain will do business again, if an apology is received . 70 % will do business again if the problem is resolved to their satisfaction 90% will return if the complaint is resolved quickly Each happy customer will tell eight others about the experience. Customer care Samina Masood Khan 34

35. Understanding Difficult Customers How they use words The pace of their speech The tone of their voice How well they listen What makes them irritated How they like to be handled What is their expectation from service provider

36. The Complaints System Setting out a system of handling complaints is necessary if each staff member is to be informed in this area. Letters in answer to complaints require careful consideration in respect of their wording. Be aware of the legal implications carried by each complaint, and its reply. Effective procedures are essential for handling complaints and problems. Complaints are sometimes replaced by compliments

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38. Customer satisfaction is feeling served. Customer service is being served . Is it True? Customer care Samina Masood Khan 38

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